Program Operations Manager

Case Western Reserve University is committed to providing a transparent estimate of the salary for this position at the time of its posting. The starting wage rate is $20.68 per hour, depending on qualifications, experience, department budgets, and industry data.

Employees receive more than just a paycheck. University employees enjoy a comprehensive benefits package that includes excellent healthcare, retirement plans, tuition assistance, paid time off, and a winter recess.


Job Description


POSITION OBJECTIVE

The Program Operations Manager is responsible for creating the operational infrastructure necessary to support the growth and long-term sustainability of the Leadership Institute, Center for Family Business, and Entrepreneurship Through Acquisition. The position enables Center leadership to focus on external engagement, partnership development, fundraising, and strategic growth by ensuring programs, systems, communications, and operational processes are executed effectively and consistently. The role requires independent judgment, strong prioritization skills, adaptability, and a high degree of ownership. The successful candidate will be a proactive operator who creates clarity, establishes order, and drives execution across multiple priorities simultaneously. This individual must be comfortable working in an evolving environment, identifying opportunities for improvement, and translating ideas into action without waiting for detailed direction.


ESSENTIAL FUNCTIONS

1. Lead program operations and delivery. Manage the planning, coordination, execution, and evaluation of programs, events, workshops, forums, speaker series, advisory board meetings, and stakeholder engagements across multiple centers of excellence. Develop and maintain project plans, timelines, communications, registration processes, participant materials, and logistical arrangements. Coordinate facilities, technology, vendors, travel, catering, and event operations while ensuring a consistently high-quality participant experience. Monitor program outcomes and recommend improvements to increase effectiveness and efficiency. (35%)
2. Create capacity for center leadership. Create operational capacity for executive directors and center leaders by managing administrative processes, stakeholder communications, scheduling, reporting, participant records, follow-up activities, and other operational functions necessary for effective center management. Serve as a primary operational point of contact for participants, sponsors, alumni, faculty, and community partners while exercising sound judgment and professionalism in all interactions. Identify opportunities to streamline workflows, improve service delivery, and increase organizational effectiveness. (25%)
3. Build systems and improve processes. Develop, implement, and maintain standardized operating procedures, templates, workflows, reporting tools, databases, and knowledge management resources that improve consistency and effectiveness across centers. Evaluate and utilize technology solutions, including AI-enabled tools, to improve productivity, communication, operational performance, and stakeholder experience. Continuously seek opportunities to reduce complexity and create scalable operating practices. (15%)
4. Coordinate communications and stakeholder engagement. Coordinate center communications and marketing activities in collaboration with Weatherhead marketing resources. Maintain websites, participant communications, stakeholder databases, marketing materials, and social media content as appropriate. Ensure information is accurate, current, and aligned with center objectives. Support initiatives that strengthen participant engagement, community relationships, and visibility of center programs and activities. (15%)
5. Manage financial and administrative operations. Manage operational financial processes including purchasing, invoicing, budget tracking, expense reconciliation, reporting, and financial record maintenance. Monitor expenditures, maintain accurate records, and identify opportunities to improve resource utilization while ensuring compliance with university policies and procedures. (10%)

NONESSENTIAL FUNCTIONS

Perform other duties as assigned. (<1>

CONTACTS

Department (WSOM): Daily interaction with Executive Directors and Center leadership, faculty, staff, students, Executive Education, Recruitment and Enrollment, Marketing and Communications, Finance, Information Technology, Facilities, and Dean's Office personnel. Regular collaboration with colleagues across Weatherhead to coordinate programs, communications, stakeholder engagement activities, and operational initiatives.

University: Frequent interaction with university administrative offices including Facilities, Purchasing, Accounts Payable, Marketing and Communications, Information Technology Services, Human Resources, and other departments necessary to support center operations and program delivery.

External: Frequent interaction with sponsors, donors, family business leaders, entrepreneurs, executives, advisory board members, speakers, alumni, community partners, vendors, and program participants. The position serves as a representative of the Centers and Weatherhead School of Management and is expected to establish and maintain professional relationships that contribute to positive stakeholder experiences and long-term engagement.


SUPERVISORY RESPONSIBILITIES

May provide direction to student employees, graduate assistants, interns, temporary staff, and project-based resources supporting center programs and operations. May assist with onboarding, training, work assignment coordination, and performance feedback as appropriate.


QUALIFICATIONS

Education and Experience: High school education and 5 years of work experience OR Bachelor's degree and 1 year of work experience in program management, event management, operations, hospitality management, customer service, nonprofit administration, higher education administration, project coordination, or a related field.


REQUIRED SKILLS

1. Demonstrated ability to take ownership of projects and drive work to completion with limited direction.
2. Strong organizational, prioritization, and project management skills with the ability to manage multiple competing priorities simultaneously.
3. Excellent interpersonal skills and professional presence with the ability to build productive relationships with executives, faculty, sponsors, donors, community leaders, participants, and students.
4. Demonstrated ability to exercise sound judgment, discretion, and professionalism while handling confidential or sensitive information.
5. Strong written and verbal communication skills with the ability to communicate effectively across diverse audiences and stakeholder groups.
6. Proven ability to work independently while also contributing effectively as a collaborative member of a team.
7. Demonstrated adaptability and comfort working in environments characterized by ambiguity, change, and evolving priorities.
8. Ability to identify opportunities for process improvement and implement practical solutions that improve efficiency, effectiveness, and stakeholder experience.
9. Experience managing multiple priorities simultaneously, coordinating complex activities, and exercising independent judgment strongly preferred.
10. Experience working directly with external stakeholders, sponsors, customers, executives, or community partners preferred.
11. Experience identifying process improvements, implementing new systems, or improving operational effectiveness preferred.
12. Strong proficiency in Microsoft Office Suite and collaboration technologies, including advanced experience with Excel, reporting tools, and presentation development.
13. Ability and willingness to learn, adopt, and effectively utilize emerging technologies, including Artificial Intelligence tools, to improve operational effectiveness and productivity.
14. Demonstrated commitment to delivering exceptional customer service and stakeholder experiences.
15. Ability to demonstrate successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
16. Ability to meet consistent attendance requirements.
17. Ability to interact with colleagues, supervisors, students, and customers face to face.
18. Willingness to learn and work with artificial intelligence (AI) tools and technologies.

WORKING CONDITIONS

Professional office environment with regular interaction with internal and external stakeholders. Fast-paced and highly collaborative work environment requiring flexibility, adaptability, and the ability to manage multiple priorities simultaneously. Position requires occasional evening and weekend work in support of programs, events, and stakeholder activities. Local travel may be required. Must have reliable form of transportation to attend events and/or appointments. Ability to move program materials and supplies weighing up to 20 pounds.


Hybrid Eligibility


This position is eligible for hybrid work arrangement up to two remote days per week at the discretion of the department. New employees may begin a hybrid schedule upon approval from the supervisor, successful completion of an orientation period and signing the remote work checklist certification form.


EEO Statement


Case Western Reserve University is an equal opportunity employer. All applicants are protected under federal and state laws and university policy from discrimination based on race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, protected veteran status, disability, age and genetic information.

Reasonable Accommodations


Case Western Reserve University complies with the Americans with Disabilities Act regarding reasonable accommodations for applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the CWRU Office of Equity at View phone number on click.appcast.io to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicants will be made on a case-by-case basis.


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